Kalyan Mondal profile photo 1 on Tal

Kalyan Mondal

Business Analyst | Operations & Performance Analytics | Excel, Power BI | Client-Facing Enterprise Operations

Kolkata

6+ years of work experience

Wipro
Apr 20251 yr 1 moPresent

Kolkata, West Bengal, India

• Providing comprehensive floor support to new hires, delivering real-time guidance, and hands-on assistance with operational processes. • Designing and delivering effective, practical training sessions to ensure a thorough understanding of workflows and procedures. • Serving as a key resource for new team members, fostering a smooth transition, and enabling them to contribute to operational goals confidently. • Responsible for creating client meeting decks detailing weekly progress and reports, ensuring clear communication and updates for stakeholders.
Wipro
Feb 20241 yr 2 mosMar 2025

Kolkata

In this B2B role, I was pivotal in supporting AT&T's U.S. operations by managing Ethernet connectivity deployment for their business clientele and driving process improvements. • Worked as a Tier 2 Carrier Management Associate at Wipro Ltd., supporting AT&T in a Business-to-Business (B2B) capacity. • Focused on the deployment of Switched and Dedicated Ethernet connectivity for U.S.-based retail and wholesale business customers of AT&T. • Managed the end-to-end service delivery lifecycle, from pre-build coordination to post-implementation support, ensuring seamless circuit installations for business clients. • Collaborated extensively with field technicians, network engineers, and various internal operational teams to ensure timely circuit installations and proactively resolve potential issues. • Proficiently utilized CRM systems and email platforms for direct engagement with business clients, diagnosing and resolving service jeopardies, and escalating complex technical concerns when necessary. • Identified and resolved design flaws impacting AT&T Ethernet services by managing and addressing tickets, emails, and manual service requests. • Contributed to operational efficiency by conducting Root Cause Analyses (RCA) for service delays, providing critical insights for process improvement initiatives.
SpringShop
Oct 20221 yr 5 mosFeb 2024

Remote

Tech Mahindra
Sep 20211 yr 1 moSep 2022

Kolkata, West Bengal, India

• Successfully resolved an average of 40+ customer concerns per shift by providing timely and effective B2C support. • Expertly guided customers through complaint and service issue resolution by clearly understanding and articulating their needs. • Delivered comprehensive information on a vast range of products and services (over 1,000+ options), empowering customers to make informed purchasing decisions. • Assessed customer-reported problems, gathered necessary information, and developed appropriate solutions to ensure satisfaction. • Consistently maintained high performance by exceeding targets for CSAT (Customer Satisfaction), quality assurance, and resolution rates (RR). • Proactively gathered customer information through effective probing techniques to offer comprehensive and tailored assistance. • Developed in-depth knowledge of the company's entire product and service portfolio, including pricing and promotional offers. • Managed and de-escalated sensitive situations, including assisting customers with formal legal escalations when serious issues arose. • Played a key role in creating and processing returns, while also actively identifying and flagging potential fraudulent activities to protect company assets. • Provided basic technical troubleshooting for a wide range of company products, achieving a 90% first-call resolution rate for these issues, thereby significantly reducing the workload for the dedicated Return and Replacement team.
Intelligent Image Management, Inc. (IIMI) USA
Dec 20191 yr 4 mosMar 2021

Kolkata Area, India

As a Data Analyst Associate, I played a key role in supporting U.S.-based operations, particularly within the U.S. Mortgage and Title Search sectors. My responsibilities included meticulously verifying property-related documents, accurately inputting large volumes of complex data into various systems, and ensuring data integrity across multiple projects, including work for major industry clients. • Contributed to diverse projects, including U.S. Mortgage document processing, Title Search, 1st KEY (handling detailed property and mortgage data), National Property System (NPS) data management for key client First American, SCI, Bill of Lading (BOL) verification, and Asset Valuation Reserve (AVR) data tasks. • Strictly adhered to data confidentiality policies and best practices to prevent information leakage and ensure client data security. • Accurately inputted and managed critical client and property data for U.S. mortgage and title records—such as property legal descriptions, borrower information and counts, mortgage recording details (e.g., document numbers, dates, book/page), assignment chain information, and parcel identifiers (e.g., PINs, lot/section)—within company databases and spreadsheets (e.g., Excel), ensuring data accuracy for decision-making. • Systematically organized and maintained extensive data files, ensuring easy access, efficient retrieval, and data integrity. • Processed and updated property information for residential clients, specifically utilizing the National Property System (NPS) to update and maintain preferred property descriptions for the major U.S. title and settlement services provider, First American. • Developed strong proficiency in accurately inputting, organizing, and maintaining large and complex datasets, demonstrating keen attention to detail. • Effectively managed time and prioritized tasks to ensure all project deliverables were completed accurately and within deadlines.

Education

Maulana Abul Kalam Azad University of Technology, West Bengal (MAKAUT, WB)

Bachelor of Computer Applications - BCA, Computer Science

Maulana Abul Kalam Azad University of Technology, West Bengal (MAKAUT, WB)

20223 yrs2025

secondary

BARASAT MGM HIGH SCHOOL

Join Kalyan and 10k+ other professionals on

Tal Boss

Tal is the app where bosses meet engineers & builders directly, without middlemen

Download Tal Boss

Kalyan Mondal on Tal

Headline

Business Analyst | Operations & Performance Analytics | Excel, Power BI | Client-Facing Enterprise Operations

About

Business Analyst and Operations Analytics professional with 4+ years of experience supporting global enterprise clients across telecom and technology environments. I specialize in business analysis, KPI reporting, stakeholder coordination, and process improvement, working closely with cross-functional teams to ensure smooth service delivery and data-driven decision-making. My experience includes operational reporting, root cause analysis, SOP design, and supporting leadership reviews using Advanced Excel and Power BI. I have worked extensively in client-facing, high-volume operations, supporting U.S. and global stakeholders, resolving complex issues, and driving continuous improvement initiatives. I am currently seeking opportunities in Business Analyst, Operations Analyst, or Analytics / Consulting roles where I can apply my analytical and operational expertise to deliver measurable business impact.

Location

Kolkata

Work experience

Senior Associate – Operations & Analytics at Wipro, Apr 2025 - Present · 1 yr 1 mo, Kolkata, West Bengal, India, • Providing comprehensive floor support to new hires, delivering real-time guidance, and hands-on assistance with operational processes. • Designing and delivering effective, practical training sessions to ensure a thorough understanding of workflows and procedures. • Serving as a key resource for new team members, fostering a smooth transition, and enabling them to contribute to operational goals confidently. • Responsible for creating client meeting decks detailing weekly progress and reports, ensuring clear communication and updates for stakeholders.

Associate at Wipro, Feb 2024 - Mar 2025 · 1 yr 2 mos, Kolkata, In this B2B role, I was pivotal in supporting AT&T's U.S. operations by managing Ethernet connectivity deployment for their business clientele and driving process improvements. • Worked as a Tier 2 Carrier Management Associate at Wipro Ltd., supporting AT&T in a Business-to-Business (B2B) capacity. • Focused on the deployment of Switched and Dedicated Ethernet connectivity for U.S.-based retail and wholesale business customers of AT&T. • Managed the end-to-end service delivery lifecycle, from pre-build coordination to post-implementation support, ensuring seamless circuit installations for business clients. • Collaborated extensively with field technicians, network engineers, and various internal operational teams to ensure timely circuit installations and proactively resolve potential issues. • Proficiently utilized CRM systems and email platforms for direct engagement with business clients, diagnosing and resolving service jeopardies, and escalating complex technical concerns when necessary. • Identified and resolved design flaws impacting AT&T Ethernet services by managing and addressing tickets, emails, and manual service requests. • Contributed to operational efficiency by conducting Root Cause Analyses (RCA) for service delays, providing critical insights for process improvement initiatives.

Founder at SpringShop, Oct 2022 - Feb 2024 · 1 yr 5 mos, Remote

Customer Support Associate at Tech Mahindra, Sep 2021 - Sep 2022 · 1 yr 1 mo, Kolkata, West Bengal, India, • Successfully resolved an average of 40+ customer concerns per shift by providing timely and effective B2C support. • Expertly guided customers through complaint and service issue resolution by clearly understanding and articulating their needs. • Delivered comprehensive information on a vast range of products and services (over 1,000+ options), empowering customers to make informed purchasing decisions. • Assessed customer-reported problems, gathered necessary information, and developed appropriate solutions to ensure satisfaction. • Consistently maintained high performance by exceeding targets for CSAT (Customer Satisfaction), quality assurance, and resolution rates (RR). • Proactively gathered customer information through effective probing techniques to offer comprehensive and tailored assistance. • Developed in-depth knowledge of the company's entire product and service portfolio, including pricing and promotional offers. • Managed and de-escalated sensitive situations, including assisting customers with formal legal escalations when serious issues arose. • Played a key role in creating and processing returns, while also actively identifying and flagging potential fraudulent activities to protect company assets. • Provided basic technical troubleshooting for a wide range of company products, achieving a 90% first-call resolution rate for these issues, thereby significantly reducing the workload for the dedicated Return and Replacement team.

Data Analyst Associate at Intelligent Image Management, Inc. (IIMI) USA, Dec 2019 - Mar 2021 · 1 yr 4 mos, Kolkata Area, India, As a Data Analyst Associate, I played a key role in supporting U.S.-based operations, particularly within the U.S. Mortgage and Title Search sectors. My responsibilities included meticulously verifying property-related documents, accurately inputting large volumes of complex data into various systems, and ensuring data integrity across multiple projects, including work for major industry clients. • Contributed to diverse projects, including U.S. Mortgage document processing, Title Search, 1st KEY (handling detailed property and mortgage data), National Property System (NPS) data management for key client First American, SCI, Bill of Lading (BOL) verification, and Asset Valuation Reserve (AVR) data tasks. • Strictly adhered to data confidentiality policies and best practices to prevent information leakage and ensure client data security. • Accurately inputted and managed critical client and property data for U.S. mortgage and title records—such as property legal descriptions, borrower information and counts, mortgage recording details (e.g., document numbers, dates, book/page), assignment chain information, and parcel identifiers (e.g., PINs, lot/section)—within company databases and spreadsheets (e.g., Excel), ensuring data accuracy for decision-making. • Systematically organized and maintained extensive data files, ensuring easy access, efficient retrieval, and data integrity. • Processed and updated property information for residential clients, specifically utilizing the National Property System (NPS) to update and maintain preferred property descriptions for the major U.S. title and settlement services provider, First American. • Developed strong proficiency in accurately inputting, organizing, and maintaining large and complex datasets, demonstrating keen attention to detail. • Effectively managed time and prioritized tasks to ensure all project deliverables were completed accurately and within deadlines.

Education

Bachelor of Computer Applications - BCA, Computer Science, Maulana Abul Kalam Azad University of Technology, West Bengal (MAKAUT, WB)

secondary, BARASAT MGM HIGH SCHOOL